ITS/ITX transformation news and announcements.
June 30th – The ITS transformation to the Service Management Program was completed on June 30th, 2016.
Current program information is now on the Service Management Office website.
Please refer to http://smo.psu.edu for information and questions.
May 11th – ServiceNow updates
The Service Management Office (SMO) will deploy updates to ServiceNow on May 11, 2016, during the standard maintenance window. Patch notes are available on the Service Management Office (SMO) website (smo.psu.edu) under the patch notes documentation section.
May 9th – ITS Process Manager, Problem Management
Effective today, Kasey Ryen from Teaching and Learning technologies, has stepped into the role of of ITS Process Manager, Problem Management for implementation. Welcome Kasey!
May 5th – End User Portal Milestones
Service Management Office has announced the end-user portal dates. See Yammer post at https://www.yammer.com/psu.edu/#/threads/inGroup?type=in_group&feedId=4271472&view=all
March 30th – ServiceNow Geneva Release
The Service Management Office (SMO) plans to deploy a new release of ServiceNow, known as Geneva, on April 21st. The Geneva release brings many out-of-the-box features that the SMO was planning to develop in house, which will save hours of development time and ensure compatibility across all ServiceNow components. Testing of the SMO’s four core processes is currently underway in a temporary instance of Geneva to ensure standard functionality works as expected. This upgrade may affect custom user-built filters, and users should test their filters after the upgrade is completed to ensure they work as expected.
The SMO will will keep you updated as they work toward deployment of this upgrade, which is being tracked in ServiceNow as CHG0035154.
March 29th – Updates to ServiceNow
On March 29, 2016, the Service Management Office (SMO) will deploy updates to ServiceNow. Please see the patch notes, which can be found on the SMO website (smo.psu.edu) under the patch notes documentation section.
March 14th Problem Management Policy document available
The Problem Management Policy, Processes, and Procedures document is complete and has been published to the Service Management Office’s (SMO) website. You can find the document at smo.psu.edu/documents.
March 1st – Knowledge Management Policy document available
The Knowledge Management Policy, Processes, and Procedures document is complete and has been published to the Service Management Office’s (SMO) website. You can find the document at smo.psu.edu/documents.
February 22nd – ITS Service Managers professional development opportunity
The IT Transformation Program team and Service Management Office are offering a professional development opportunity for all ITS service managers. This opportunity will provide an introduction to and overview of the service manager role as part of the Penn State Service Management Program.
The ITS service manager for an ITS service offering in the service catalog, have been invited to attend a session to gain a better understanding of this new role as it applies to our new standards and processes throughout the life-cycle of a service. We’ll provide an overview of your role and responsibilities within each of the Service Management Program’s four implemented Shared Service Desk processes—incident management, change management, request fulfillment, and service catalog management—and include additional information about the remaining two processes—knowledge management and problem management—that will be implemented this year.
If you have questions about what services you are responsible for, contact Derek Gittler, the ITS process manager for service catalog, by email at dcg163@psu.edu. If you feel you have been incorrectly identified as a service manager, please contact your supervisor.
If you are a Service Manager and have not received an invitation to a session, please contact ITS Unit Coordinator, Richard Dumm (rdd4@psu.edu)
February 15th – Knowledge Management Demo’s
January 11th – “Year in Review 2015” report
The high level summary of ITS/ITX transformation 2015 milestones have been published.
December 14th –
The latest Penn State Service Management Program update video is available at http://smo.psu.edu/it-transformation/#updates.
December 10th – Know your Service Management Program Roles for Knowledge Management
December 10th – Updates to Service Now
On December 10 and 11, 2015, the Service Management Office (SMO) will deploy updates to ServiceNow. Detailed information is provided in the patch notes, which can be found on the SMO website (smo.psu.edu) under patch notes.
December 3rd – ITS Change Management User Guide published
A practical user guide for change management has been published.
November 24th -ServiceNow updates release notes
On November 24, 2015, the Service Management Office (SMO) will deploy updates to ServiceNow. Detailed information is provided in the patch notes, which can be found on the SMOwebsite (smo.psu.edu) under patch notes.
November 16th – ITS Process Manager-Problem Management (Implementation) identified
Effective 11.16.15 Steve Baylis has assumed the role of ITS Process Manager- Problem Management (Implementation). Welcome Steve!!!
September 16th – ITS Process Manager-Incident Management Manager (Operations) identified
Forwarding Yammer announcement from Service Management Office: “The Service Management Program welcomes J.J. Murphy as the incident management process manager for Information Technology Services. J.J. is replacing Ryan Wellar in this role and is now the point of contact for all questions in this area.
Thank you to Ryan Wellar for his service to the program and congratulations to J.J. on his new role.”
September 10th – Meet the ITS Process Managers
Join us for one of three workshops at the Technology Support Building Open house where you will have the opportunity to meet the ITS Process Managers in an open forum discussion facilitated by Matt Soccio.
Each session runs 45 minutes and repeats on the hour (1:00-1:45, 2:00-2:45, and 3:00-3:45).
For more information visit the Open House website.
July 20th – Shared Service Catalog Release
The Service Management Office (SMO) has published the Shared Service Catalog Release notes for July 20th release.
June 22nd – ITS Process Manager, Service Catalog Transition
Effective 6.22.15, Derek Gittler will assume the role of ITS-Process Manager, Service Catalog (implementation) from Craig Haynal. Craig, who’s time has been re-allocated to the Data Center project, will work closely with Derek in the transition to this role.
May 15th – Soft launch of Penn State Service Management Portal
The IT Transformation Program (ITX) and the Service Management Program released the first iteration of a self-service interface (http://service.psu.edu) to help support student needs during New Student Orientation, which began on May 19. Students, faculty, and staff can use the portal to submit help requests, explore IT services, check the status of questions, and more. The portal will help present IT services to the University community in a unified way and will continue to grow as more units join the Service Management Program. A broader promotion of the portal is planned for the fall as more services and functions are added.